Bill Quiseng
OCTOBER 25, 2023
QUI QUESTION: Customer service is a performance art. Are you Oscar-worthy? Movie actors like Sandra Bullock, Scarlett Johansson, Tom Hanks, Dwayne Johnson, and Keanu Reeves act to be happy, sad, scared, scary, or angry. Yet, we, as the audience, believe they are genuinely real. The actors may “act their part”, but they are so good that we, as the audience, believe they are real.
CCNG
OCTOBER 25, 2023
In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years. Her experience brings valuable insights on making an impact in customer experience given opportunities to implement platform changes in the Postal Service.
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Totango
OCTOBER 25, 2023
Brent Cogswell, Head of Customer Success at Schneider Electric, shares the organization’s principles and milestones for building a customer success strategy that unites the company and their customers around a shared mission. “It became our mission to get rid of the spreadsheets and bring all the data and telemetry into one tool, so customer success could control outcomes for our customers and positively affect recurring revenue and growth.
Cisco - Contact Center
OCTOBER 25, 2023
Security is an ever-evolving technology that is necessary in every organization. That’s why Cisco Certified Internetwork Expert (CCIE) Security-certified individuals are in high demand.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
SmartAction
OCTOBER 25, 2023
In today’s rapidly evolving customer service landscape, businesses face a multitude of choices when it comes to interacting with their customers. The advent of digital communication channels such as chat, email, and social media has provided convenient alternatives for customer inquiries. However, amid this myriad of options, the voice channel remains a powerful yet often overlooked tool in the customer service arsenal.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nuance
OCTOBER 25, 2023
… Intelligent patient experiences, part 2: How easily can your patients manage their appointments and prescriptions? Read More » The post Intelligent patient experiences, part 2: How easily can your patients manage their appointments and prescriptions? appeared first on What’s Next blog.
Cisco - Contact Center
OCTOBER 25, 2023
With Cisco FSO Platform, metrics can be reported directly from the code. Unlike using any kind of auto-instrumentation feature, this is useful when a service owner knows what needs to be reported.
Outsource Consultants
OCTOBER 25, 2023
South Africa has long been a popular outsourcing destination for European companies due to its proximity, cost-effectiveness, and skilled workforce. However, US companies over the last few years are seeing the strong potential of outsourcing to South Africa. US companies continue to show interest in South Africa as an outsourcing destination, due to a number of factors.
Blueship Call Center
OCTOBER 25, 2023
Companies have a few alternatives when it comes to back office operations: they may handle everything in-house, outsource the entire operation or just some tasks to outside vendors. The last choice is gaining popularity as more and more companies learn how advantageous it is to hire back office support system. This article will provide you with all of the information you need if you’re thinking about outsourcing your back office activities.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
TeleDirect
OCTOBER 25, 2023
Anyone who has been in customer service understands that the human connection is impossible to replace. At TeleDirect, we consider our agents the backbone of our company. That’s how we’ve gone from an eight-chair answering service to a national business process outsourcer. AI call center technology, however, has made significant inroads into the industry.
Global Response
OCTOBER 25, 2023
The newest generation is on the block with some major purchasing power and a thirst for luxury, eco-conscious and socially-responsible brands. It’s Gen Z, of course. And if you’re thinking, “Isn’t Gen Z a bit too young for luxury and clienteling?,” think again. Gen Z is defined as those born between 1997 and 2010, which means they’re coming of age now—between teenagerdom and their mid-20s.
Interaction Metrics
OCTOBER 25, 2023
Objective DEI survey questions helped Orange County Fire Authority build its programs based on science-driven data. Former IBM CEO Ginni Rometty said, “Diversity and inclusion are not policies and programs. They have been integral to our habits, practices and purpose for more than 100 years.” True enough, DEI is so much more than a policy , it’s an approach, and a set of priorities.
HelpCrunch
OCTOBER 25, 2023
Different types of customer feedback can be incredibly useful for your business. Not only can it validate what you’re doing right, but it can also pinpoint issues that may need to be addressed and improved. [ … ] The post 5 Types of Customer Feedback: How to Gather, Process, and Enjoy It appeared first on The HelpCrunch blog.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
TCN
OCTOBER 25, 2023
If you are looking to gain or maintain a competitive edge in the call center. The post Predictive Dialers: The Non-negotiable Tool for Call Center Success appeared first on TCN.
VirtualPBX
OCTOBER 25, 2023
In today’s interconnected world, international calls have become an essential part of our personal and business communications, bridging the gap between distant relationships and fostering global business connections. Whether you’re calling friends and family to stay connected, arranging crucial business meetings, or conducting remote interviews for talent acquisition, understanding how to call Mexico from the United States is paramount.
24-7 InTouch
OCTOBER 25, 2023
Resources About Mental Health - CDC: How common are mental illnesses? Intouch Communities: Empowering Our People to Drive Positive Change Superpunch Care: Changing the Way People Work The post Prioritizing Well-Being and Celebrating World Mental Health Awareness appeared first on IntouchCX.
JustCall
OCTOBER 25, 2023
Call tracking is the kind of intelligence every organization needs. You can get invaluable insights into the time and duration of the call, caller location, and more. This data then empowers you with understanding which calls are closing leads and driving sales versus which ones aren’t. In fact, data claims that organizations that leverage customer analytics reap unimaginable revenue, sales, and ROI benefits: However, the challenges of leveraging advanced filtering for call tracking are on
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
CSM Magazine
OCTOBER 25, 2023
The “brick and mortar” retail sector operates in a challenging environment, especially as many in-store workers are likely craving remote work opportunities. Online stores give consumers an almost limitless choice of shops to purchase from, along with the convenience of home deliveries and often competitive pricing. As a result, physical retailers must offer something truly special to entice and retain customers.
JustCall
OCTOBER 25, 2023
Are long customer wait times becoming a challenge for you in your contact center? Looking for a straightforward solution to reduce wait times and improve customer satisfaction? In this blog, we’re going to show you how to quickly tackle this issue by implementing an Interactive Menu in your IVR system. Let’s get going! Issues in Implementing—And Using—an Interactive Voice Response System Implementing an Interactive Voice Response (IVR) system can undoubtedly bring efficiency and cost
CSM Magazine
OCTOBER 25, 2023
In customer service, employees are the face of the company and the effectiveness of the onboarding process cannot be overstated. Proper onboarding can help employees quickly become productive members of the team, feel valued, and improve employee retention rates. This article outlines techniques and best practices for human resource (HR) managers to use to effectively onboard customer service employees.
JustCall
OCTOBER 25, 2023
Globalization and the eCommerce boom have not only freed up markets but also made the world a smaller place. As virtual distances grow smaller, it also becomes easier to communicate with each other. Even businesses serving multiple countries are just a call away. However, the implementation of such a global communication network is easier said than done.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
CSM Magazine
OCTOBER 25, 2023
Turkey is a beautiful, historical city located right between Europe and Asia. Its rich culture, ethnic diversity, the pristine beaches of the Mediterranean, cuisine, and vibrant and welcoming people are all great attractions, in addition to its booming economy. Investment in Turkey will provide access to a huge variety of Asian and European markets and buyers, along with Turkish citizen perks.
JustCall
OCTOBER 25, 2023
Digital customer interactions are turning increasingly complex and interwoven. A customer, upon seeing your ad on social media, may connect with you over Messenger. Days later, they may select the click-to-call button while exploring your website. They may seek additional information over email, receive updates or alerts over text messages, look for assistance through live chat, and the list goes on.
CSM Magazine
OCTOBER 25, 2023
If you want to understand how to protect your customers’ data and the most common threats in 2023, read on. We’ll dive into five different ways in which cybercriminals can steal your customers’ sensitive information, and then we’ll explore how to avoid these types of attacks. 1. Phishing attacks Phishing is, undoubtedly, the most common kind of hacking technique.
JustCall
OCTOBER 25, 2023
Every day, your support team would be getting hundreds of calls and inquiries. But are you confident that your agents are providing the right support and expertise for your customers? A well-performing agent can turn a disgruntled customer into a brand advocate, while a struggling agent can inadvertently send a loyal customer straight into the arms of a competitor.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
CSM Magazine
OCTOBER 25, 2023
The modern media and entertainment industry continually evolves, and customer experience is more crucial than ever. The ability to provide exceptional customer experience sets apart successful businesses in this industry. One key aspect of delivering outstanding customer experience in media and entertainment is through localization for the entertainment industry.
JustCall
OCTOBER 25, 2023
Imagine your sales agents doubling or even tripling their talk time without extra effort. That’s the tangible reality when you harness the power of sales automation software like power dialers with integrated customer relationship management (CRM) systems. By implementing an automated dialing system, agents have seen an increase in talk time by 200-300 percent.
Cisco - Contact Center
OCTOBER 25, 2023
Networks are expanding outside traditional office buildings and into industrial fixed and mobile use cases.
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